Capgemini Mexico is looking for a Customer Experience Senior Delivery Manager!

What will you do in this role?

• Develop appropriate supply chain strategy to maximize customer satisfaction at the lowest possible cost.
• Maximize revenue by ensuring the timely and accurately processing of customer orders
• Make sure Customer Master Data is updated to avoid revenue leakage or cost incurrence behind order processing or shipment setbacks.
• Direct and coordinates supply chain functions through strategy, resource optimization, profitability maximization, and KPIs resulting in the maximization of customer satisfaction.
• Define a Customer Service strategy to ensure Dispatch Rate and customer satisfaction maximization.
• Experience in leading team of Customer service experts (Order entry, processing, transportation planning and collections)
• Plans, manage and coordinate all activities related to order entry, order processing, and shipment delivery.
• Identify and manage internal and external bottlenecks that prevent having a simple and efficient order management process.
• Monitor and maintain system parameters to ensure the correct stock allocation
• Establish and monitor ERP system parameters, including stock priority, customer master data, SKU listing at customers, etc.
• Identify greater impacts and opportunities to reduce improve service

Qualifications:

• 10-15 years in supply chain or planning within the customer experience area.
• Experience leading mid to large size teams.
• In-depth understanding of Order management business goals and objectives
• In-depth understanding of Logistics and their interactions with other areas
• Proven experience in process definition and implementation, as well as in change management
• Strong interpersonal and collaborative skills, as well as strong skills as a negotiator to reach consensus, buy-in and commitment
• Subject matter expertise in SCM. Experience with customer experience
• Good understanding in Consumer Product space/FMCG
• Ability to lead and motivate teams working in a diverse multi-cultural environment
• Highly effective stakeholder management skills
• Demonstrated decision making and problem solving skills
• Comprehensive skills in query/reporting tools, spreadsheet applications and presentations
• Ability to negotiate and influence decisions
• Large analytical data capacity.
• Advanced English proficiency.

Benefits:

When becoming a member of the Capgemini team you will not only boost your professional career by acquiring an enormous international exposure and accessing our vast online certification platforms from the equipment that we'll gladly provide you. You will also enjoy a different way of working through our hybrid work philosophy and great team work spirit. Besides, caring for you is our business! That is why we offer awesome health and life insurance programs along with many other perks and amazing bonuses. An amazing job is waiting for you!